Or could it possibly be that your store is an exception?
I dont think that reputation would exist if there werent many people who've had bad experiences in their own GCs.
Ive run into both good and bad customer service reps at a few different Guitar Centers, but certainly more bad than good.
IMO, this is a big thing with GC. I have been to one GC in a certain area and just about, almost, every employee knew their respective s**t. Then there's the GC's by my home and around it that have employees, most of them, some know what's up, in that have absolutely no clue what they are doing. It's a nice thought to have that every GC I walk into will have very reliable and knowledgable people in it, but the odds just don't seem to be in GC's favor as far as know how goes in most of the stores in their chain I've been into. My experience anyway. And I've visited a lot of different GC's.